Night Operations Analyst - Tech Support & Monitoring

Johnson Controls; Aurora (CO); On-site; USD 31,684 - 41,328; Full time

Benefits offered by this job

Benefits package

Job summary

Johnson Controls in Aurora, CO is seeking an Operations Analyst focused on Level 1 technical support, monitoring operations, incident management, and customer support for MasterMind applications and service platforms across the United States, Canada, Australia, and New Zealand.

This overnight shift (10:00 PM–6:30 AM MT) requires strong problem-solving, attention to detail, and the ability to work independently in a 24/7 environment, coordinating with technicians and internal teams to ensure

Qualifications

• Minimum of 2 years of experience supporting MasterMind Business and/or Monitoring applications.
• Working knowledge of IT systems, technical troubleshooting methods, and security monitoring solutions.
• Excellent verbal and written communication skills with both technical and non-technical audiences.

Responsibilities

• Provide Level 1 support for MasterMind applications and service platforms, including Fire & Security Monitoring, Managed Access, and Hosted Video services.
• Monitor system and service performance and respond to incidents impacting customers and operations.
• Troubleshoot application, device, circuit, and connectivity issues affecting customer services.
• Coordinate with technicians, vendors, and internal support teams to diagnose and resolve technical issues.
• Escalate incidents as appropriate to support service uptime and operational continuity.
• Document incidents, troubleshooting activities, service requests, and customer communications accurately and completely.
• Follow established operating procedures and support processes.
• Deliver a high level of customer service while managing multiple priorities in a fast-paced support environment.

Job description

Johnson Controls in Aurora, CO is seeking an Operations Analyst focused on Level 1 technical support, monitoring operations, incident management, and customer support for MasterMind applications and service platforms across the United States, Canada, Australia, and New Zealand.

This overnight shift (10:00 PM–6:30 AM MT) requires strong problem-solving, attention to detail, and the ability to work independently in a 24/7 environment, coordinating with technicians and internal teams to ensure